**Key Responsibilities** **Guest Experience** + Deliver a warm and professional welcome for all guests, ensuring a personalized check-in, check-out, and overall journey. + Supervise and support Guest Service Agents in handling guest inquiries, requests, and complaints with efficiency and empathy. + Anticipate guest needs and ensure proactive service delivery, with special attention to **VIPs, IHG One Rewards members, and repeat guests** . + Ensure the consistent delivery of IHG brand standards, including **IHG Clean Promise** and luxury service expectations. **Team Supervision & Leadership** + Oversee front desk operations during assigned shifts, ensuring smooth workflow and compliance with SOPs. + Mentor, train, and motivate Guest Service Agents to deliver luxury service and develop their skills. + Act as the point of escalation for complex guest issues and provide resolution in a professional manner. + Support Duty Manager in enforcing policies, procedures, and emergency protocols. **Operational Excellence** + Ensure accurate room assignments, billing, cash handling, and guest records management in **Opera PMS** . + Monitor lobby and front desk areas, maintaining a welcoming and professional environment at all times. + Coordinate with Housekeeping, Engineering, Concierge, and Security to guarantee seamless guest service. + Assist in preparing daily reports, shift handovers, and guest feedback analysis. **Loyalty & Brand Focus** + Actively recognize and engage with **IHG One Rewards members** , encouraging enrollments and loyalty engagement. + Uphold the **Inspire Incredible** brand culture in every guest and colleague interaction. + Promote hotel services, restaurants, events, and special promotions to enhance guest experiences. **Qualifications & Experience** + Minimum 2 years of experience in **Front Office/Guest Services** in a luxury or 5-star hotel. + Previous supervisory or team leader experience preferred. + Strong knowledge of **Opera PMS, Microsoft Office, and digital communication tools** . + Excellent communication skills in **English and Thai** ; additional languages (Chinese, Japanese, Korean) are an advantage. + Strong leadership, problem-solving, and guest recovery skills. + Passion for creating memorable guest experiences with meticulous attention to detail. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.